Complaints Officer

4 days ago

Melbourne City Centre, Australia Charterhouse Full time

**Work with a leading Melbourne organisation, contribute to the ongoing development of a professional complaint resolution service**:

- **You will be responsible for processing and investigating all customer feedback cases in a timely manner, providing exceptional customer experience**:

- **Initial 3 month contract | CBD location**

You will be working for a leading transport provider in Melbourne CBD. You will be responsible for managing a complaints caseload and investigating complaints in a timely manner providing exception customer service.

**Responsibilities will include**:

- Investigate all issues thoroughly and liaise with various business units to ensure a satisfactory outcome
- Respond on Ministerial, government and Public Ombudsman queries as required.
- Ensure you are restoring passenger confidence and appropriate follow up actions have taken place.
- Meet and exceed weekly individual and team targets for cases closed telephone resolutions and internal/external escalations.

**You will have the following**:

- Previous experience in complaints environment
- Highly developed written and verbal communication skills
- Intermediate knowledge of the MS office suite including Word, Excel and Outlook
- Ability to think ahead, proactively make decisions and problem solve
- Proven experience working in a busy environment
- Be hard-working, punctual, and organized
- Work effectively and autonomously to specific deadlines while maintaining a high level of accuracy
- An aptitude to grow and learn

**Benefits**:
This company offer a collaborative working culture with a diverse workforce, a commitment to equity and a flexible environment. Safety and zero harm are at the heart of their values.

**Please note you will need to obtain a police check for this role before commencing this role.**

At Charterhouse, we embrace, and value, diversity of culture, working arrangements, sexual orientation, and gender identity. On behalf of our client, we promote a workplace that actively seeks to include and welcome unique contributions of all people; to embrace and celebrate the value of Aboriginal and Torres Strait Islander staff, their skills and contributions to the workplace.

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